Kaleo Casino - Os ganhos do jogador são confiscados.

I would like to request mediation of this case against Kaleo Casino. On 07/04/2026, I requested a withdrawal of €1,000 after legitimate winnings obtained through real money deposits (no bonus).After waiting 7 days, I received an email informing me that my withdrawal was canceled and the balance confiscated based on clause 12.10 (alleging VPN, fraud or false documents). I would like to clarify that:KYC: My account was fully verified (KYC in green) before the withdrawal request.VPN: I have always played on my personal computer, at my residence, without ever using VPN or any IP masking software.Bonus: I did not use bonuses for these winnings; the balance comes from direct deposits.History: I have made smaller withdrawals before with success, which proves that the account was considered legitimate until I won a larger amount.The casino has not provided any specific proof of the infringement, merely copying and pasting a generic article from the terms and conditions to avoid payment. I demand that my balance be reinstated and the payment processed."

Venho solicitar a mediação deste caso contra o Kaleo Casino. No dia 07/04/2026, solicitei um levantamento de 1.000€ após ganhos legítimos obtidos através de depósitos de dinheiro real (sem bónus).Após aguardar 7 dias, recebi um e-mail informando que o meu levantamento foi cancelado e o saldo confiscado com base na cláusula 12.10 (alegando VPN, fraude ou documentos falsos). Gostaria de esclarecer que:KYC: A minha conta estava totalmente verificada (KYC a verde) antes do pedido de levantamento.VPN: Joguei sempre no meu computador pessoal, na minha residência, sem nunca utilizar VPN ou qualquer software de disfarce de IP.Bónus: Não utilizei bónus para estes ganhos; o saldo provém de depósitos diretos.Histórico: Já realizei levantamentos menores anteriormente com sucesso, o que prova que a conta era considerada legítima até eu ganhar um valor mais elevado.O casino não forneceu nenhuma prova específica da infração, limitando-se a copiar e colar um artigo genérico dos termos e condições para evitar o pagamento. Exijo a reposição do meu saldo e o processamento do pagamento."

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Dear lili41,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing with withdrawing funds from Kaleo Casino.

In order to assist you better and investigate the situation thoroughly, could you please provide further details by answering the following questions:

• Could you please advise which games you primarily played (e.g., slots, live casino, sports betting, etc.)?
• Could you please let me know which documents you have already provided for verification, and when you submitted the most recent one?
• Could you please confirm that you have not used a VPN, even unintentionally, while playing at the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

The documents were approved by the website, I had already requested a withdrawal of 1000 euros and they paid it, and I only didn't withdraw everything straight away because they have a withdrawal limit of 1000 euros and they wouldn't let me withdraw again until the withdrawal had been processed, and now I found the delay strange because they never approved it again and they were always making excuses.

And now they've disappeared with my money and won't pay me. Please see if you can help me.

the game i always played was heart of rio and the documents sent were my citizen card my account details proof of address and i even took a photo of myself holding my identification document which they wanted to prove was me, then they said my account was fully activated and i could make deposits and withdrawals and then they did this to me. and i don't have vpn activated i don't know why now they have invented this and document fraud which they had already analyzed and approved.

And another important point is that if you look at the screenshots I sent, it says that the account has been validated. And another thing is that they accused me but they didn't block my account because today I logged in and tried to make deposits on the platform and it says that I canceled the operation. They accept deposits but don't pay out the winnings. Today I spoke to them in chat and they gave me vague answers and even closed the chat in my face.

Os documentos foram aprovados pelo site eu já tinha solicitado um saque de 1000 euros e pagaram e só não saquei logo tudo porque eles tem um limite de saque de 1000 euros e só deixavam fazer novo levantamento depois do saque estar processado, e agora achei estranho a demora pois nunca mais aprovavam e estavam sempre a inventar desculpas.

E agora desapareceram com o meu dinheiro ganho e não me pagam. Vejam se me podem ajudar por favor.

o jogo que eu sempre joguei foi heart of rio e os documentos enviados foi o meu cartão de cidadão dados da minha conta comprovativo de morada e ainda fiz uma foto minha a agarrar o meu documento de identificação que eles queriam provar que era eu, depois disseram que a minha conta estava completamente ativada e que podia fazer depósitos e levantamentos e depois fizeram me isto. e não tenho vpn ativada não sei porque agora inventaram isso e fraude de documentos coisa que já tinham analisado e aprovado.

E outro ponto importante se virem nos prints que mandei esta la a dizer que a conta foi validada e outra coisa eles acusaram-me mas não me bloquearam a conta pois hoje entrei e tentei fazer depósitos na plataforma e da so que eu cancelei a operação. Aceitam depósitos mas não pagam os ganhos hoje falei com eles no chat e deram me respostas vagas e ainda fecharam o chat na minha cara.

Thank you for your reply and for providing the previous details, lili41.

• Did you play with bonus money or free spins?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear lili41

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Petra,

Thank you so much for your kindness and for referring my case to Michal. I feel reassured knowing it's in good hands - I really appreciate all your support so far.

Do you think there's a good chance that the casino will pay me? Do you have any estimate of how long it might take Michal to get back to us?

I'm very grateful and I'll wait for news with hope.

Querida Petra,

Muito obrigada pelo carinho e por encaminhar meu caso ao Michal. Sinto-me mais tranquila sabendo que está em boas mãos — agradeço imenso todo o apoio de vocês até agora.

Você acha que há boas chances de o cassino me pagar? Tem alguma previsão de quanto tempo o Michal pode demorar para nos dar um retorno?

Fico muito grata e aguardarei notícias com esperança.

Hello lili41,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Kaleo Casino to join the conversation.

Dear Kaleo Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

Good morning, I really appreciate it because they didn't give me any concrete proof, they just accused me of various things and took my money! But they keep sending me emails with promotions for me to deposit more money and lose it.

I hope you can help me, I'm very hopeful because I haven't done anything and I've never been through this.

I'm a hard-working and honest person.

Thank you for your kindness

Bom dia eu agradeço muito pois eles a mim não me deram provas concretas só me acusaram de várias coisas e retiraram me o dinheiro! Mas continuam a enviar me emails com promoções para eu depositar mais dinheiro e ficar sem ele.

Espero que me consiga ajudar estou com muita esperança pois não fiz nada e nunca passei por isto.

Sou uma pessoa trabalhadora e honestam

Obrigada por sua amabilidade

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Because it's not an honest casino if they hadn't paid out my winnings.

Pois não é um casino honesto se não tinam pago o meu premio.

Dear lili41,

I wanted to provide you with a quick update regarding your case.

I have now received a response from the casino, in which they provided certain clarifications regarding the actions taken on your account. In order to conduct an independent assessment of the matter, I have requested additional details together with supporting evidence for review.

I was also informed that you may have submitted a complaint to the Anjouan Gaming Commission and that their decision could be expected shortly.

Have you received any communication or update from the Anjouan Gaming Commission so far?

Dear Michael

So far I've had no response from the Anjouan Gaming Commission, so I'm still waiting!

But do you know what happened?

I look forward to hearing from you

Lilibeth M******

Prezado Michael

Até ao momento não obtive nenhuma resposta por parte da comissão de jogos de Anjouan, ainda estou a aguardar!

Mas já sabe o que se passou?

Aguardo resposta por favor

Lilibeth M******

Dear lili41,

Thank you for your response.

I understand your desire to receive more detailed information regarding the alleged rule violation. However, as this matter remains under active review by the relevant authority, specific details cannot currently be disclosed.

Only limited information has been shared with us in our capacity as an independent dispute mediator. It is possible that more comprehensive details may become available once the authority concludes its investigation and review process.

I do hope that further clarification will be available in the near future. However, as the directly involved party, you should be among the first to receive a formal response from the authority once a final decision has been reached.

At this stage, I am afraid we must await the outcome of their review.

Good morning and thank you for your help!

I really hope this is cleared up soon. I haven't done anything

Bom día eu aguardo e agradeço a ajuda da vossa parte!

Espero mesmo que isto seja esclarecido em breve. Pois não fiz nada

Dear lili41,

I have received certain information and evidence from the casino that somehow can explain the reasons for their action; however, there are still some things I would like to clarify.

Can you please confirm whether any of your family members, friends, or acquaintances hold an account with Kaleo Casino?

If they do, have you played at the casino around the same times as them, perhaps during a visit?

Can you also please confirm all the devices you have used to register and play in Kaleo Casino?

Dear lili41,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru

We have reopened this complaint at the request of lili41. We would like to give this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion.

We have received the following message from the player:

Good afternoon

In my household, I’m the only one with an account at that casino, and I played from my phone and computer—is there a problem with playing on two devices that belong to me?

If you could help me, I would really appreciate it!

This has never happened to me at any other betting site—I do the same thing and always receive my winnings!

Thank you for your attention, and please see if you can help me

Lilibeth M*****

We’ve reopened this complaint at the request of lili41. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We have received the following message from the player:

Boa tarde

Não na minha casa só eu é que tenho conta nesse casino e joguei do meu telemóvel e do computador mas isso tem mal jogar em dois dispositivos que são meus?

Se me puder ajudar eu agradecia muito!

Pois nunca me tinha acontecido em nenhuma casa de apostas uma situação parecida e faço a mesma coisa e sempre recebo os meus prêmios!

Obrigada pela atenção e veja se me pode ajudar

Lilibeth M*****

Dear lili41,

I have sent you another email and am awaiting your clarification.

The player provided the following response:

Good afternoon,

Yes, I confirm that I was the only person who accessed and played at the casino using my devices.

No one else has used my devices to access the casino, and no other casino account has ever been accessed or used from my devices.

Furthermore, no one else has an account at this casino or uses my devices for any casino-related activity.

I don’t know what they’re implying by not paying me—I don’t understand why they’d lose a customer over a thousand euros. I’ve never committed fraud in my life, and my documents were approved by them—they’re all genuine!

Please see if you can help me.

Thank you, and thank you for your attention

Lilibeth

Dear Kaleo Casino,

In accordance with the clarification provided by the player, I have sent you an email and am currently awaiting your response, including clarification and additional supporting evidence regarding the alleged rule violations the player is accused of, as the information provided so far does not adequately substantiate these claims.

I look forward to your prompt response.

The player provided the following response:

Boa tarde,

Sim, confirmo que fui a única pessoa a aceder e a jogar no casino através dos meus dispositivos.

Nenhuma outra pessoa utilizou os meus dispositivos para aceder ao casino e nenhuma outra conta de casino foi alguma vez acedida ou utilizada a partir dos meus dispositivos.

Além disso, mais ninguém possui conta neste casino nem utiliza os meus dispositivos para qualquer atividade relacionada com jogos de casino.

Não sei o que eles querem implicar para não me pagarem não entendo si perdem cliente por causa de mil euros eu nunca fiz fraudes na minha vida e os meus documentos foram aprovados por eles são todos verdadeiros!

Veija se me pode ajudar por favor.

Obrigada e obrigada pela atenção

Lilibeth

Dear Kaleo Casino,

In accordance with the clarification provided by the player, I have sent you an email and am currently awaiting your response, including clarification and additional supporting evidence regarding the alleged rule violations the player is accused of, as the information provided so far does not adequately substantiate these claims.

I'm looking forward to your timely response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

They don’t want to pay me—they’re acting in bad faith because I’ve never done anything illegal. Have they lost a customer who could have played more with them over 1,000 euros? And they keep sending me messages and emails asking me to deposit again. How am I supposed to play at a casino that won’t pay me—one that validated my documents and is now making excuses not to pay me the 1,000 euros I requested to withdraw?

I hope they pay me because I’m very disappointed with this platform.

As for you, Casino Guru, I just want to thank you for being there and for your help in this situation, which has been so difficult for me.

Boa tarde

Eles não me querem pagar estão a agir de ma fé pois eu nunca fiz nada ilegal perderam uma cliente que poderia jogar mais com eles por causa de 1000 euros? E continuam a mandar mensagem emails ara eu voltar a depositar, como vou jogar num casino que não me paga que me validou os documentos e que agora arranja desculpas para não me pagar os 1000 euros que solicitei de levantamento?

Espero que me paguem porque estou muito desiludida com essa plataforma.

Da vossa parte casino guru só tenho a agradecer a vossa presença e ajuda nesta situação tão difícil para mim.

Dear lili41,

The casino team has provided me with certain information and evidence that raises valid questions, which may partially clarify their actions. However, despite my repeated requests, the casino team has not supplied the additional information and evidence necessary for me to conduct an independent and thorough assessment of the situation.

Consequently, we are currently unable to support the casino’s actions, and it appears that the confiscation of your winnings is unjustified at this time.

According to the information provided by the casino, your account was flagged by its security team for the use of proxy IP addresses, which is prohibited under Rule 12.10, as previously communicated to you by the casino.

However, from our perspective at Casino Guru, the reasoning provided so far does not appear sufficiently substantiated to justify such a significant action as the confiscation of winnings. In particular, no evidence has been presented to us indicating that the use of proxy IP addresses resulted in any unfair advantage, or other conduct that would materially justify the severity of the action taken.

The IPs were most likely assigned to you by your internet provider, as you, as a customer, have no influence over this. While players can manage their use of VPNs (if this were the case, but it is NOT), proxy IPs are configured by the ISP (Internet Service Provider) even without the player's knowledge, making it unjust for the casino to penalize you for something beyond your control.

I have conveyed our stance on such matters to the casino team and provided our insight on how such a situation could be handled, but regrettably, they have maintained their original position. Unfortunately, we are left with no choice but to consider this complaint closed as Unresolved—Against Fair Gambling.

I understand that this is not the outcome you were hoping for, but we believe that the decrease in the casino’s rating due to unresolved complaints may encourage them to reassess their approach. Should the casino choose to respond and resolve the matter, we will reopen your complaint and notify you via email.

I do hope the gaming authority will review your case and potentially align with our view. Depending on the outcome of their assessment, they may be in a position to challenge the casino’s decision or encourage further review of the matter. However, this falls well beyond our capabilities and authority.

Going forward, I can only recommend carefully reviewing a casino’s reputation, licensing, and player feedback before signing up, and choosing well-licensed and highly rated operators to reduce the risk of similar situations in the future.

I am sorry that I could not be of more assistance in this matter.

Best regards,

Michal

Casino Guru